Service Portal 'Request' Menu Item - How to view closed tickets?

[Brendan Hallida]

Hi all,

Our Pilot users have discovered that when they do not have any active tickets, they cannot go in and see their inactive tickets

After all requests / incidents are closed, the menu item disappears.

Is there a way to make the menu item stay visible, even when there are no active tickets?

The code for the menu item (this is OOB)

var t = data;   // shortcut
t.items = [];
t.count = 0;
var u = gs.getUser().getID();
// use record watchers to tell header when to update dropdown counts
t.record_watchers = [];
t.record_watchers.push({'table':'service_task','filter':'active=true^opened_by=' + u});
t.record_watchers.push({'table':'incident','filter':'active=true^caller_id=' + u});
t.record_watchers.push({'table':'sc_request','filter':'active=true^requested_for=' + u});
var st = new GlideRecord('service_task');
if (st.isValid()) {
   st.addActiveQuery();
   st.addQuery('opened_by', gs.getUserID());
   st.orderByDesc('sys_updated_on');
   st.query();
   while (st.next()) {
       var a = {};
       $sp.getRecordValues(a, st, 'short_description,sys_id,number,sys_updated_on');
       if (st.short_description.nil())
           a.short_description = "(No description)";
       a.__table = st.getTableName();
       a.type = 'record';
       a.sortOrder = st.sys_updated_on.getGlideObject().getNumericValue();
       t.items.push(a);
       t.count++;
   }
}
var z = new GlideRecord('incident');
z.addActiveQuery();
z.addQuery('caller_id', gs.getUserID());
z.orderByDesc('sys_updated_on');
z.query();
while (z.next()) {
   var a = {};
   $sp.getRecordValues(a, z, 'short_description,sys_id,number,sys_updated_on');
   if (z.short_description.nil())
       a.short_description = "(No description)";
   a.__table = z.getTableName();
   a.type = 'record';
   a.sortOrder = z.sys_updated_on.getGlideObject().getNumericValue();
   t.items.push(a);
   t.count++;
}
var z = new GlideRecord('sc_request');
z.addActiveQuery();
z.addQuery('requested_for', gs.getUserID());
z.orderByDesc('sys_updated_on');
z.query();
while (z.next()) {
   var ritm = new GlideRecord('sc_req_item');
   ritm.addQuery('request', z.getUniqueValue());
   ritm.query();
   if (!ritm.next())
       continue;
   var a = {};
   $sp.getRecordValues(a, z, 'sys_id,number,sys_updated_on');
   if (ritm.hasNext())
       a.short_description = ritm.getRowCount() + ' requested items';
   else
       a.short_description = ritm.cat_item.getDisplayValue() || ritm.getDisplayValue("short_description");
   a.__table = z.getTableName();
   a.type = 'request';
   a.sortOrder = z.sys_updated_on.getGlideObject().getNumericValue();
   t.items.push(a);
   t.count++;
}
t.items.sort(function(a, b) {
   return b.sortOrder - a.sortOrder;
});
var link = {};
link.title = gs.getMessage('View all requests');
link.type = 'link';
link.href = '?id=requests';
link.items = [];
t.items.unshift(link); // put this first

[sigvalnatanaelb]

Figured it out, I had to configure the template to count <= 0 too, same as the client controller...

Also remember to like your custom header menu widget to the top SP Header Menu widget.

Template:

<a ng-if="item.items.length == 0 && !item.scriptedItems" ng-href="{{item.href}}">{{ item.label }}</a>
<a ng-if="item.items.length > 0" href="javascript:void(0)" class="dropdown-toggle" data-toggle="dropdown" role="button" aria-expanded="false">{{ item.label }} <span class="caret"></span></a>
<ul ng-if="item.items.length > 0" class="dropdown-menu" role="menu">
      <li ng-repeat="item in item.items" ng-include="'menuTemplate'" />
</ul>
<!-- "item.scriptedItems.showAlways" allows the menu item to show, set: "data.showAlways = true;" in the menu item's server script -->
<a ng-if="item.scriptedItems.count >= 0 || item.scriptedItems.showAlways" href="javascript:void(0)" data-toggle="dropdown" title="{{item.hint}}">
      <span ng-bind-html="item.label"></span>
      <span ng-if="!item.scriptedItems.omitBadge" class="label label-as-badge label-primary sp-navbar-badge-count">{{item.scriptedItems.count}}</span>
</a>
<sp-dropdown-tree ng-if="item.scriptedItems.count >= 0 ||bitem.scriptedItems.showAlways" items="item.scriptedItems.items" />

Thanks Chandra.

[sigvalnatanaelb]

Actually, by changing both places in the template made the approvals link also always show, even if showAlways was = false for that menu item.

It is only the last if statement in the template which should be changed to <=, like this:

---------------

------

<a ng-if="item.scriptedItems.count > 0 || item.scriptedItems.showAlways" href="javascript:void(0)" data-toggle="dropdown" title="{{item.hint}}">

------------

----

-----------

<sp-dropdown-tree ng-if="item.scriptedItems.count >= 0 ||bitem.scriptedItems.showAlways" items="item.scriptedItems.items" />

Now it works as intended, controlled by the showAlways variable in the individual menu item scripts.

[sigvalnatanaelb]

Oh snap, sorry guys for all the posts, Chandra corrected me..

you dont need to modify that last line in the template either, my issue was that it said: bitem.scriptedItems.showAlways instead of item.scriptedItems.showAlways.

It works fine as is actually...

Sorry!

<sp-dropdown-tree ng-if="item.scriptedItems.count > 0 ||bitem.scriptedItems.showAlways" items="item.scriptedItems.items" />

[sigvalnatanaelb]

Also note this: Re: Cloning the Header Menu Widget

[aysheechattopad]

Hello Bergesen,

I am facing a small issue with my Portal. On   submission of a request in the portal, the name of the Service Catalog is visible. Here, "Washington Gas Service Catalog" is the name of my Service Catalog. How can I change it to the Short Description of the request?